2013 Research

2013 Temkin Experience Ratings

February 2013

 

You can click here to download the data for $395.

 

The Temkin Experience Ratings are based on evaluating three elements of experience:

 

1. FunctionalHow well do experiences meet customers’ needs?
2. AccessibleHow easy is it for customers to do what they want to do?
3. EmotionalHow do customers feel about the experiences?

 

Here are the top and bottom companies in the ratings:

2013TER_BestWorst

 

Here’s how the industries compare with each other:

2013TER_Industries

Here are the companies that are leaders and laggards across the 19 industries:

 

In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 28% are rated as “poor” or ”very poor.” Companies with at least a “good” rating grew by nine-percentage points since 2012 and by 21-points since 2011. Of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% firms had at least a modest increase. The companies that made the largest improvement over 2012 are Citibank, TriCare, TD Ameritrade, Office Depot, EarthLink, Hardees, and Regions Bank.

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